How to cite this paper
Olaleye, B., Hamdan, S & Awwad, R. (2021). The mediation-moderation effect on the nexus between social media adoption, customer satisfac-tion, social media competence and SMEs performance during COVID-19 pandemic.International Journal of Data and Network Science, 5(4), 803-814.
Refrences
Abed, S. S. (2020). Social commerce adoption using TOE framework: An empirical investigation of Saudi Arabian SMEs. International Journal of Information Management, 53, 102118.
Acquity Group (2014). The internet of things: The continuation of the internet, 8-9. https:// www.accenture.com/t20150624t211456__w__/us-en/_acnmedia/accenture/ conversion-assets/dotcom/documents/global/pdf/technology_9/accenture-internetthings.pdf.
Ahamat, A., Ali, M. S. S., & Hamid, N. (2017). Factors influencing the adoption of social media in small and medium en-terprises (SMEs). International E-Journal of Advances in Social Sciences, 3(8), 338-348.
Ahmad, S. Z., Ahmad, N., & Bakar, A. R. A. (2018). Reflections of entrepreneurs of small and medium-sized enterprises concerning the adoption of social media and its impact on performance outcomes: Evidence from the UAE. Telematics and Informatics, 35(1), 6-17.
Ajibade, P. (2018). Technology acceptance model limitations and criticisms: Exploring the practical applications and use in technology-related studies, mixed-method, and qualitative researches. Library Philosophy & Practice, 1941.
Al-Adwan, A. S., & Kokash, H. (2019). The driving forces of Facebook social commerce. Journal of theoretical and ap-plied electronic commerce research, 14(2), 15-32.
Alber, J. M., Bernhardt, J. M., Stellefson, M., Weiler, R. M., Anderson-Lewis, C., Miller, M. D., & MacInnes, J. (2014). Designing and testing an inventory for measuring social media competency of certified health education specialists. Journal of Medical Internet Research, 17(9), 221–221.
Al-Khalidi, S. (2021, March 14). Protests erupt in Jordan after COVID-19 hospital deaths scandal, 2021. Retrieved from https://www.reuters.com/world/middle-east-africa/protests-erupt-jordan-after-covid-19-hospitaldeaths-scandal-2021-03-14/
Alshamaila, Y., Papagiannidis, S., & Li, F. (2013). Cloud computing adoption by SMEs in the north east of England. Journal of enterprise information management, 26, 250-275.
Amin, M., & Isa, Z. (2008). An examination of the relationship between service quality perception and customer satisfac-tion: a SEM approach towards Malaysian Islamic banking. International Journal of Islamic and Middle Eastern Fi-nance and Management, 1(3), 191-209.
Anderson, J. C., & Gerbing, D. W. (1988). Structural equation modeling in practice: A review and recommended two-step approach. Psychological bulletin, 103(3), 411.
Aniba, N., Makhmali, H., Qteishat, M., Siddiqi, J. and Akhgar, B. (2011), “The role of trust in E-CRM: an empirical study”, Paper presented at the Proceedings of the International Conference on Information and Knowledge Engineering (IKE).
Aral, S., Dellarocas, C., & Godes, D. (2013). Introduction to the special issue-social media and business transformation: A framework for research. Information Systems Research, 24(1), 3–13.
Aribaba F. O. Ahmodu O. A., Oladele R., Yusuff, S. A. & Olaleye B. R. (2019b). The Role of Deposit Money Banks’ Loan Facilities in Financing Small and Medium-Scale Businesses in Nigerian. Academic Journal of Interdisciplinary Stud-ies, 8(2), 277-284.
Aribaba, F. O., Ahmodu, O. A., Olaleye, B. R & Yusuff, S. A. (2019a). Ownership Structure and Organizational Perfor-mance in Selected Listed Manufacturing Companies in Nigeria. Journal of Business Studies and Management Review, 3(1), 9-14.
Awa, H. O., Ojiabo, O. U., & Emecheta, B. C. (2015). Integrating TAM, TPB and TOE frameworks and expanding their characteristic constructs for e-commerce adoption by SMEs. Proceedings of Informing Science & IT Education Con-ference (InSITE) 2012.
Bhattacharya, M., & Wamba, S. F. (2018). A conceptual framework of RFID adoption in retail using TOE framework.
Biucky, S. T., & Harandi, S. R. (2017). The effects of perceived risk on social commerce adoption based on TAM model. International Journal of Electronic Commerce Studies, 8(2), 173-196.
Boyles, T. (2011). Small business and Web 2.0: hope or hype?. The Entrepreneurial Executive, 16, 81.
Chen, N., Zhou, M., Dong, X., Qu, J., Gong, F., Han, Y., Qiu, Y., Wang, J., Liu, Y., Wei, Y., Xia, J., Yu, T., Zhang, X., & Zhang, L. (2020). Epidemiological and clinical characteristics of 99 cases of 2019 novel coronavirus pneumonia in Wuhan, China: A descriptive study. The Lancet, 395, 507–513.
Chiu, C. Y., Chen, S., & Chen, C. L. (2017). An integrated perspective of TOE framework and innovation diffusion in broadband mobile applications adoption by enterprises. International Journal of Management, Economics and Social Sciences (IJMESS), 6(1), 14-39.
Chong, J. L., & Olesen, K. (2017). A technology-organization-environment perspective on eco-effectiveness: a metaanaly-sis. Australasian Journal of Information Systems, 21, 1-26.
Chung, A. Q. H., Andreev, P., Benyoucef, M., Duane, A., & O’Reilly, P. (2017). Managing an organization’s social media presence: An empirical stages of growth model. International Journal of Information Management, 37(1), 1405–1417.
Dehghanpouri, H., Soltani, Z., & Rostamzadeh, R. (2020). The impact of trust, privacy and quality of service on the suc-cess of E-CRM: the mediating role of customer satisfaction. Journal of business & industrial marketing, 35(11), 1-17.
Demirbag, M., Tatoglu, E., Tekinkus, M. & Zaim, S. (2006). An analysis of the relationship between TQM implementa-tion and organizational performance: evidence from Turkish SMEs. Journal of Manufacturing Technology Manage-ment, 17(6), 829-847.
Dijkstra, T. K. & J., Henseler (2015). Consistent Partial Least Squares Path Modeling. MIS Quarterly, 39(2), 297-316. https://www.jstor.org/stable/10.2307/26628355
Dwivedi, Y. K., Rana, N. P., Janssen, M., Lal, B., Williams, M. D., & Clement, M. (2017). An empirical validation of a unified model of electronic government adoption (UMEGA). Government Information Quarterly, 34(2), 211–230.
Elbanna, A., Bunker, D., Levine, L., & Sleigh, A. (2019). Emergency management in the changing world of social media: Framing the research agenda with the stakeholders through engaged scholarship. International Journal of Information Management, 47, 112–120.
El-Gohary, H. (2012). Factors affecting E-Marketing adoption and implementation in tourism firms: An empirical inves-tigation of Egyptian small tourism organisations. Tourism Management, 33(5), 1256-1269.
Fornell, C., & Larcker, D. F. (1981). Structural equation models with unobservable variables and measurement error: Al-gebra and statistics. Journal of Marketing Research, 18, 382-388.
Hair, J. F., Hult, G. T. M., Ringle, C. M. & Sarstedt, M. (2017). A Primer on Partial Least Squares Structural Equation Modeling (PLS-SEM), 2nd ed., Sage, Thousand Oaks, CA.
Heidemann, J., Klier, M., Landherr, A. and Zimmermann, S. (2013). The optimal level of CRM IT investments. Electronic Markets, 23(1), 73-84.
Henseler, J., Hubona, G., & Ray, P.A. (2016). Using PLS path modeling in new technology research: updated guidelines. Industrial Management and Data Systems, 116(1), 2-20.
Henseler, J., Ringle, C. M., & Sarstedt, M. (2015). A new criterion for assessing discriminant validity in variance-based structural equation modeling. Journal of the Academy of Marketing Science, 43(1), 115-135
Igbaria, M., Iivari, J., & Maragahh, H. (1995). Why do individuals use computer technology? A Finnish case study. Information & management, 29(5), 227-238.
Ismail, N.A., & Hussin, H. (2013). E-CRM features in the context of airlines e-ticket purchasing: a conceptual framework. 5th International Conference on the Information and Communication Technology for the Muslim World (ICT4M), 2013.
Kaplan, A. M., & Haenlein, M. (2010). Users of the world, unite! The challenges and opportunities of social media. Busi-ness Horizons, 53(1), 59–68.
Karr, D. (2014). Statistics and Trends for Businesses on Social Media | MarTech. Retrieved from https://marketingtechblog.com/2014-statistics-trendsbusinesses- social-media/ (accessed on 26.10.16).
Kassim, N., & Asiah Abdullah, N. (2010). The effect of perceived service quality dimensions on customer satisfaction, trust, and loyalty in e-commerce settings: a cross cultural analysis. Asia Pacific Journal of Marketing and Logistics, 22(3), 351-371.
Kateri, Z. A. (2021). Impact of social Media adoption on SMEs performance in Kano state, Nigeria. International Journal of Magamenet Sci. & Entrepreneurship, 17(7),141-160.
Kline, R. B. (2005). Principles and Practice of Structural Equation Modeling. 4th ed., The Guilford Press, New York London.
Kundu, S., & Datta, S.K. (2015). Impact of trust on the relationship of e-service quality and customer satisfaction. Eu-roMed Journal of Business, 10(1), 21-46.
del Carmen Alarcón, M., Rialp, A., & Rialp, J. (2015). The effect of social media adoption on exporting firms’ perfor-mance. In Entrepreneurship in international marketing. Emerald Group Publishing Limited, 161-186.
Meuter, M.L., Ostrom, A.L., Roundtree, R.I. and Bitner, M.J. (2000). Self-service technologies: understanding customer satisfaction with technology-based service encounters. Journal of Marketing, 64(3), 50-64.
Napitupulu, D., Syafrullah, M., Rahim, R., Abdullah, D., & Setiawan, M.I. (2018). Analysis of user readiness toward ICT usage at small medium enterprise in South Tangerang. Journal of Physics: Conference Series, 1007(1), doi: 10.1088/1742- 6596/1007/1/012042.
Nofal, M. I., Al-Adwan, A. S., Yaseen, H., & Alsheikh, G. A. A. (2020). Digital marketing effect to intention to domestic tourism during COVID-19 in Jordan. Periodicals of Engineering and Natural Sciences, 8(4), 24712483.
Olaleye, B. R., Adeyeye, O. P., Efuntade, A., Arije, B. S. and O., Anifowose (2021a). E-Quality Services: A Paradigm Shift for Consumer Satisfaction and E-Loyalty; Evidence from Postgraduate Students in Nigeria. Management Science Letters, 11(3), 849-860.
Olaleye, B. R., B. O. Ali-Momoh, A. Herzallah, N. Sibanda & Aminat F. A. (2021b). Dimensional Context of Total Quali-ty Management Practices and Organizational Performance of SMEs in Nigeria: Evidence from Mediating Role of En-trepreneurial Orientation. International Journal of Operations and Quantitative Management, 21(4), 399-415.
Olaleye, B. R., M. Akkaya, O. L. Emeagwali, R. I. Awwadd & S. Hamdane (2020). Strategic Thinking and Innovation Per-formance; The Mediating Role of Absorptive Capabilities. Revista Argentina de Clínica Psicológica, 29(5), 2030- 2043.
Oyekan, G. L., & Kamiyo, O. M. (2008). Effect of Nigerian Rice Husk Ash on Some Engineering Properties of Sandcrete Blocks and Concrete. Research Journal of Applied Sciences, 3, 345-351.
Ozili, P., & Arun, T. (2020). Spillover of COVID-19: Impact on the Global Economy. MPRA Paper 99317, University Li-brary of Munich, Germany
Parasuraman, A., Zeithaml, V.A., & Malhotra, A. (2005). ES-QUAL: a multiple-item scale for assessing electronic service quality. Journal of Service Research, 79(3), 213-233.
Patma, T. S., Wardana, L. W., Wibowo, A., & Narmaditya, B. S. (2020). The Shifting of Business Activities during the COVID-19 Pan-demic: Does Social Media Marketing Matter? The Journal of Asian Finance, Economics and Business, 7(12), 283-292.
Pezderka, N., Sinkovics, R. R., & Jean, R. J. B. (2012). Do born global SMEs reap more benefits from ICT use than other internationalizing small firms? In M. Gabrielsson & V. H. Manek Kirpalani (Eds.), Handbook of research on born globals (pp. 185-213). Cheltenham, UK: Edward Elgar.
Praveena, K., & Thomas, S. (2014). Continuance Intention to Use Facebook: A Study of Perceived Enjoyment and TAM. International Journal of Industrial Engineering and Management, 4(1), 24-29.
Ravald, A., & Grönroos, C. (1996). The value concept and relationship marketing. European Journal of Marketing, 30(2), 19-30.
Ross, D.F. (20005). E-CRM from a supply chain management perspective. Information Systems Management, 21(1), 37-44.
Rust, R.T., & Zahorik, A.J. (1993). Customer satisfaction, customer retention, and market share. Journal of Retailing, 69(2), 193-215.
Seiders, K., Voss, G.B., Godfrey, A. L. & Grewal, D. (2007). SERVCON: Development and validation of a multidimen-sional service convenience scale. Journal of the Academy Marketing Science, 35, 144-156.
Srinivasan, S. S., Anderson, R., & Ponnavolu, K. (2002). Customer loyalty in e-commerce: An exploration of its anteced-ents and consequences. Journal of Retailing, 78(1), 41-50.
Statistica. (2018). Most Famous Social Network Sites Worldwide as of January 2018, Ranked by Number of Active Users (in millions) [Data file]. Retrieved from https://www.statista.com/statistics/272014/global-social-networksranked-by-numberof- users/
Stockdale, R., Ahmed, A., & Scheepers, H. (2012). Identifying business value from the use of social media: an SME per-spective. In: Proceedings of Information System Innovation in Pacific Asia, Pacific Asia Conference on Information Systems (PACIS), 11–15 July, Ho Chi Minh City, Vietnam.
Sullivan, G. M., & Feinn, R. (2012). Using Effect Size-or Why the P-Value Is Not Enough. Journal of graduate medical education, 4(3), 279–282.
Wahab, S., Nor, N.A.M., & Khaled, A.-M. (2010a). The relationship between e-service quality and ease of use on electron-ic customer relationship management (E-CRM) performance: an empirical investigation in Jordan mobile phone ser-vices. Paper presented at International Conference on e-Education, e-Business, e-Management, and e-Learning, 2010. IC4E’10.
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Yaseen, H., Al-Adwan, A. S., & Al-Madadha, A. (2019). Digital marketing adoption among SMEs in Jordan: A mixed method approach. Journal of Theoretical and Applied Information Technology, 97(4), 1396-1407.
Yu, X., Nguyen, B., Han, S.H., Chen, C.-H.S. and Li, F. (2015a). Electronic CRM and perceptions of unfairness. Infor-mation Technology and Management, pp. 1-12.
Zeiller, M., Schauer, B. (2011). Adoption, motivation and success factors of social media for team collaboration in SMEs. i-KNOW11. In: Proceedings of the 11th International Conference on Knowledge Management and Knowledge Tech-nologies. ACM, New York, NY.
Zhang, C., Fan, C., Yao, W., Hu, X., & Mostafavi, A. (2019). Social media for intelligent public information and warning in disasters: An interdisciplinary review. International Journal of Information Management, 49, 190–207.
Acquity Group (2014). The internet of things: The continuation of the internet, 8-9. https:// www.accenture.com/t20150624t211456__w__/us-en/_acnmedia/accenture/ conversion-assets/dotcom/documents/global/pdf/technology_9/accenture-internetthings.pdf.
Ahamat, A., Ali, M. S. S., & Hamid, N. (2017). Factors influencing the adoption of social media in small and medium en-terprises (SMEs). International E-Journal of Advances in Social Sciences, 3(8), 338-348.
Ahmad, S. Z., Ahmad, N., & Bakar, A. R. A. (2018). Reflections of entrepreneurs of small and medium-sized enterprises concerning the adoption of social media and its impact on performance outcomes: Evidence from the UAE. Telematics and Informatics, 35(1), 6-17.
Ajibade, P. (2018). Technology acceptance model limitations and criticisms: Exploring the practical applications and use in technology-related studies, mixed-method, and qualitative researches. Library Philosophy & Practice, 1941.
Al-Adwan, A. S., & Kokash, H. (2019). The driving forces of Facebook social commerce. Journal of theoretical and ap-plied electronic commerce research, 14(2), 15-32.
Alber, J. M., Bernhardt, J. M., Stellefson, M., Weiler, R. M., Anderson-Lewis, C., Miller, M. D., & MacInnes, J. (2014). Designing and testing an inventory for measuring social media competency of certified health education specialists. Journal of Medical Internet Research, 17(9), 221–221.
Al-Khalidi, S. (2021, March 14). Protests erupt in Jordan after COVID-19 hospital deaths scandal, 2021. Retrieved from https://www.reuters.com/world/middle-east-africa/protests-erupt-jordan-after-covid-19-hospitaldeaths-scandal-2021-03-14/
Alshamaila, Y., Papagiannidis, S., & Li, F. (2013). Cloud computing adoption by SMEs in the north east of England. Journal of enterprise information management, 26, 250-275.
Amin, M., & Isa, Z. (2008). An examination of the relationship between service quality perception and customer satisfac-tion: a SEM approach towards Malaysian Islamic banking. International Journal of Islamic and Middle Eastern Fi-nance and Management, 1(3), 191-209.
Anderson, J. C., & Gerbing, D. W. (1988). Structural equation modeling in practice: A review and recommended two-step approach. Psychological bulletin, 103(3), 411.
Aniba, N., Makhmali, H., Qteishat, M., Siddiqi, J. and Akhgar, B. (2011), “The role of trust in E-CRM: an empirical study”, Paper presented at the Proceedings of the International Conference on Information and Knowledge Engineering (IKE).
Aral, S., Dellarocas, C., & Godes, D. (2013). Introduction to the special issue-social media and business transformation: A framework for research. Information Systems Research, 24(1), 3–13.
Aribaba F. O. Ahmodu O. A., Oladele R., Yusuff, S. A. & Olaleye B. R. (2019b). The Role of Deposit Money Banks’ Loan Facilities in Financing Small and Medium-Scale Businesses in Nigerian. Academic Journal of Interdisciplinary Stud-ies, 8(2), 277-284.
Aribaba, F. O., Ahmodu, O. A., Olaleye, B. R & Yusuff, S. A. (2019a). Ownership Structure and Organizational Perfor-mance in Selected Listed Manufacturing Companies in Nigeria. Journal of Business Studies and Management Review, 3(1), 9-14.
Awa, H. O., Ojiabo, O. U., & Emecheta, B. C. (2015). Integrating TAM, TPB and TOE frameworks and expanding their characteristic constructs for e-commerce adoption by SMEs. Proceedings of Informing Science & IT Education Con-ference (InSITE) 2012.
Bhattacharya, M., & Wamba, S. F. (2018). A conceptual framework of RFID adoption in retail using TOE framework.
Biucky, S. T., & Harandi, S. R. (2017). The effects of perceived risk on social commerce adoption based on TAM model. International Journal of Electronic Commerce Studies, 8(2), 173-196.
Boyles, T. (2011). Small business and Web 2.0: hope or hype?. The Entrepreneurial Executive, 16, 81.
Chen, N., Zhou, M., Dong, X., Qu, J., Gong, F., Han, Y., Qiu, Y., Wang, J., Liu, Y., Wei, Y., Xia, J., Yu, T., Zhang, X., & Zhang, L. (2020). Epidemiological and clinical characteristics of 99 cases of 2019 novel coronavirus pneumonia in Wuhan, China: A descriptive study. The Lancet, 395, 507–513.
Chiu, C. Y., Chen, S., & Chen, C. L. (2017). An integrated perspective of TOE framework and innovation diffusion in broadband mobile applications adoption by enterprises. International Journal of Management, Economics and Social Sciences (IJMESS), 6(1), 14-39.
Chong, J. L., & Olesen, K. (2017). A technology-organization-environment perspective on eco-effectiveness: a metaanaly-sis. Australasian Journal of Information Systems, 21, 1-26.
Chung, A. Q. H., Andreev, P., Benyoucef, M., Duane, A., & O’Reilly, P. (2017). Managing an organization’s social media presence: An empirical stages of growth model. International Journal of Information Management, 37(1), 1405–1417.
Dehghanpouri, H., Soltani, Z., & Rostamzadeh, R. (2020). The impact of trust, privacy and quality of service on the suc-cess of E-CRM: the mediating role of customer satisfaction. Journal of business & industrial marketing, 35(11), 1-17.
Demirbag, M., Tatoglu, E., Tekinkus, M. & Zaim, S. (2006). An analysis of the relationship between TQM implementa-tion and organizational performance: evidence from Turkish SMEs. Journal of Manufacturing Technology Manage-ment, 17(6), 829-847.
Dijkstra, T. K. & J., Henseler (2015). Consistent Partial Least Squares Path Modeling. MIS Quarterly, 39(2), 297-316. https://www.jstor.org/stable/10.2307/26628355
Dwivedi, Y. K., Rana, N. P., Janssen, M., Lal, B., Williams, M. D., & Clement, M. (2017). An empirical validation of a unified model of electronic government adoption (UMEGA). Government Information Quarterly, 34(2), 211–230.
Elbanna, A., Bunker, D., Levine, L., & Sleigh, A. (2019). Emergency management in the changing world of social media: Framing the research agenda with the stakeholders through engaged scholarship. International Journal of Information Management, 47, 112–120.
El-Gohary, H. (2012). Factors affecting E-Marketing adoption and implementation in tourism firms: An empirical inves-tigation of Egyptian small tourism organisations. Tourism Management, 33(5), 1256-1269.
Fornell, C., & Larcker, D. F. (1981). Structural equation models with unobservable variables and measurement error: Al-gebra and statistics. Journal of Marketing Research, 18, 382-388.
Hair, J. F., Hult, G. T. M., Ringle, C. M. & Sarstedt, M. (2017). A Primer on Partial Least Squares Structural Equation Modeling (PLS-SEM), 2nd ed., Sage, Thousand Oaks, CA.
Heidemann, J., Klier, M., Landherr, A. and Zimmermann, S. (2013). The optimal level of CRM IT investments. Electronic Markets, 23(1), 73-84.
Henseler, J., Hubona, G., & Ray, P.A. (2016). Using PLS path modeling in new technology research: updated guidelines. Industrial Management and Data Systems, 116(1), 2-20.
Henseler, J., Ringle, C. M., & Sarstedt, M. (2015). A new criterion for assessing discriminant validity in variance-based structural equation modeling. Journal of the Academy of Marketing Science, 43(1), 115-135
Igbaria, M., Iivari, J., & Maragahh, H. (1995). Why do individuals use computer technology? A Finnish case study. Information & management, 29(5), 227-238.
Ismail, N.A., & Hussin, H. (2013). E-CRM features in the context of airlines e-ticket purchasing: a conceptual framework. 5th International Conference on the Information and Communication Technology for the Muslim World (ICT4M), 2013.
Kaplan, A. M., & Haenlein, M. (2010). Users of the world, unite! The challenges and opportunities of social media. Busi-ness Horizons, 53(1), 59–68.
Karr, D. (2014). Statistics and Trends for Businesses on Social Media | MarTech. Retrieved from https://marketingtechblog.com/2014-statistics-trendsbusinesses- social-media/ (accessed on 26.10.16).
Kassim, N., & Asiah Abdullah, N. (2010). The effect of perceived service quality dimensions on customer satisfaction, trust, and loyalty in e-commerce settings: a cross cultural analysis. Asia Pacific Journal of Marketing and Logistics, 22(3), 351-371.
Kateri, Z. A. (2021). Impact of social Media adoption on SMEs performance in Kano state, Nigeria. International Journal of Magamenet Sci. & Entrepreneurship, 17(7),141-160.
Kline, R. B. (2005). Principles and Practice of Structural Equation Modeling. 4th ed., The Guilford Press, New York London.
Kundu, S., & Datta, S.K. (2015). Impact of trust on the relationship of e-service quality and customer satisfaction. Eu-roMed Journal of Business, 10(1), 21-46.
del Carmen Alarcón, M., Rialp, A., & Rialp, J. (2015). The effect of social media adoption on exporting firms’ perfor-mance. In Entrepreneurship in international marketing. Emerald Group Publishing Limited, 161-186.
Meuter, M.L., Ostrom, A.L., Roundtree, R.I. and Bitner, M.J. (2000). Self-service technologies: understanding customer satisfaction with technology-based service encounters. Journal of Marketing, 64(3), 50-64.
Napitupulu, D., Syafrullah, M., Rahim, R., Abdullah, D., & Setiawan, M.I. (2018). Analysis of user readiness toward ICT usage at small medium enterprise in South Tangerang. Journal of Physics: Conference Series, 1007(1), doi: 10.1088/1742- 6596/1007/1/012042.
Nofal, M. I., Al-Adwan, A. S., Yaseen, H., & Alsheikh, G. A. A. (2020). Digital marketing effect to intention to domestic tourism during COVID-19 in Jordan. Periodicals of Engineering and Natural Sciences, 8(4), 24712483.
Olaleye, B. R., Adeyeye, O. P., Efuntade, A., Arije, B. S. and O., Anifowose (2021a). E-Quality Services: A Paradigm Shift for Consumer Satisfaction and E-Loyalty; Evidence from Postgraduate Students in Nigeria. Management Science Letters, 11(3), 849-860.
Olaleye, B. R., B. O. Ali-Momoh, A. Herzallah, N. Sibanda & Aminat F. A. (2021b). Dimensional Context of Total Quali-ty Management Practices and Organizational Performance of SMEs in Nigeria: Evidence from Mediating Role of En-trepreneurial Orientation. International Journal of Operations and Quantitative Management, 21(4), 399-415.
Olaleye, B. R., M. Akkaya, O. L. Emeagwali, R. I. Awwadd & S. Hamdane (2020). Strategic Thinking and Innovation Per-formance; The Mediating Role of Absorptive Capabilities. Revista Argentina de Clínica Psicológica, 29(5), 2030- 2043.
Oyekan, G. L., & Kamiyo, O. M. (2008). Effect of Nigerian Rice Husk Ash on Some Engineering Properties of Sandcrete Blocks and Concrete. Research Journal of Applied Sciences, 3, 345-351.
Ozili, P., & Arun, T. (2020). Spillover of COVID-19: Impact on the Global Economy. MPRA Paper 99317, University Li-brary of Munich, Germany
Parasuraman, A., Zeithaml, V.A., & Malhotra, A. (2005). ES-QUAL: a multiple-item scale for assessing electronic service quality. Journal of Service Research, 79(3), 213-233.
Patma, T. S., Wardana, L. W., Wibowo, A., & Narmaditya, B. S. (2020). The Shifting of Business Activities during the COVID-19 Pan-demic: Does Social Media Marketing Matter? The Journal of Asian Finance, Economics and Business, 7(12), 283-292.
Pezderka, N., Sinkovics, R. R., & Jean, R. J. B. (2012). Do born global SMEs reap more benefits from ICT use than other internationalizing small firms? In M. Gabrielsson & V. H. Manek Kirpalani (Eds.), Handbook of research on born globals (pp. 185-213). Cheltenham, UK: Edward Elgar.
Praveena, K., & Thomas, S. (2014). Continuance Intention to Use Facebook: A Study of Perceived Enjoyment and TAM. International Journal of Industrial Engineering and Management, 4(1), 24-29.
Ravald, A., & Grönroos, C. (1996). The value concept and relationship marketing. European Journal of Marketing, 30(2), 19-30.
Ross, D.F. (20005). E-CRM from a supply chain management perspective. Information Systems Management, 21(1), 37-44.
Rust, R.T., & Zahorik, A.J. (1993). Customer satisfaction, customer retention, and market share. Journal of Retailing, 69(2), 193-215.
Seiders, K., Voss, G.B., Godfrey, A. L. & Grewal, D. (2007). SERVCON: Development and validation of a multidimen-sional service convenience scale. Journal of the Academy Marketing Science, 35, 144-156.
Srinivasan, S. S., Anderson, R., & Ponnavolu, K. (2002). Customer loyalty in e-commerce: An exploration of its anteced-ents and consequences. Journal of Retailing, 78(1), 41-50.
Statistica. (2018). Most Famous Social Network Sites Worldwide as of January 2018, Ranked by Number of Active Users (in millions) [Data file]. Retrieved from https://www.statista.com/statistics/272014/global-social-networksranked-by-numberof- users/
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